Assistant Manager- Customer Service

DESCRIPTION

Responsibilities

• Lead a team of Customer Service Agents
• Responsible for meeting with the team members regularly and conducting 1:1s for performance and career development purposes.
• Carry out supervisory responsibilities in accordance with A2C policies and procedures. Duties include but are not limited to: interviewing, training, motivating and coaching employees; fostering effective employee career growth and succession planning; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
• Promote a positive team environment. Demonstrates effective communication and cooperation amongst management and peers to manage team workload and morale.
• Conducts performance improvement efforts by coaching, using metrics to identify needs, and implementing short and long term action plans to guide progress.
• Work with staffing agency partners and/or HR teams to recruit top talent.
• Promotes, plans, performs and implements process improvements. Leads or participates in GEMBA walks.
• Actively seeks solutions and provides trends & feedback to the Group Manager or Operations Managers to drive technology and operational improvements; interface effectively with internal teams.
• Serves as a role model by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to policies, and demonstrates a commitment to excellent customer service.
• Demonstrates appropriate sense of urgency for email response times and phone service levels. Accountable for service level agreements for self and team.
• Manages and maintains payroll and schedule adherence in payroll system.
• All other duties and special projects as assigned.
• Has schedule flexibility, including the ability to work outside normal business hours, including weekends.

Basic Qualifications

• Excels at providing coaching and mentoring to others with a goal of achieving success.
• People management experience is mandatory.
• Demonstrates ability to analyze data, using the data to drive decision making.
• Knowledge of all MS Office tools
• Fosters a positive team environment and collaboration within the site.
• Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.

Preferred Qualifications

• Bachelor Degree or above
• 1+ years of management experience with a focus on team development
• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
• Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
• Strong prioritization and time management skills, with a high degree of flexibility.
• Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.